Alerts and notes

Alerts

An alert is an important note that appears in a blue box when you search for and enter a customer.  It can be used for many messages including life support, hardship, family violence (family harm), deceased accounts and disconnected accounts.

When a customer is on Life Support or is a Hardship customer, the alert note is added to the existing note.

If "family harm" is entered into the alert field, this is also shown next to the customer name in red to allow family harm customers to be easily identified.

To add an alert note, go to the Finance menu and enter your message in the Alert text box in the Other details section (located at the bottom of the page).

Tip: Alerts appear on all customer screens until dismissed by the user (x in right hand side of the box).

 

Customer Notes

Know more about what's going on with your customers by keeping a series of notes.

Customers like to be remembered both by agents they have spoken to before, and those they've only just met. Your customers might simply appreciate that your Customer Service Agent remembers all the previous times they have phoned, emailed, or chatted and what those previous issues were about.

Add a note

To add a note, locate your customer then go to the Customer Details menu and select Residential or Commercial.

Enter your note in the Notes field and save.  The Notes icon will now be displayed in the customer info ribbon.

Viewing a note

Notes can be viewed by clicking on the notes icon in the customer info ribbon from any screen.

Download notes

On the Customer Details screen, click on the Get Customer Notes button to see a report of all activity notes related to the customer. You can also export the customer activity notes into an Excel file.